Refund Policy

This policy applies to Letter From My Dog™ ($7), the Our Story™ storybook ($19) and the Dog Movie Poster Pack™ ($4). All are one-time purchases in US dollars, with no subscription.

The short version

• If your keepsake fails to generate or isn’t delivered, we fix it or refund you.
• If storybook or poster images clearly fail, we fix them or refund you.
• Accidental duplicate purchases are refunded.
• Your legal consumer rights are never affected by this policy.

Why digital keepsakes are a little different

Every keepsake is a personalized digital product, generated just for you from the details you share, right after you buy. It can’t be returned or resold to someone else, and nothing is printed or shipped. That is why this policy focuses on making sure you actually receive what you paid for, and fixing it when you don’t.

When we fix it or refund you

Contact us and we will fix the problem or refund you if:

• Your keepsake fails to generate and we can’t get it working for you.
• Your keepsake isn’t delivered — for example, your private keepsake page never shows your files.
• Storybook or poster images clearly fail after the allowed regeneration — for example, the wrong dog color, a missing dog or severe distortion.
• You were charged twice by accident for the same product.

Usually we try to fix the problem first, because most people would rather have their keepsake than their money back. If you prefer a refund in one of these cases, just tell us.

What is usually not refundable

Because keepsakes are created on request, we generally can’t refund a keepsake that was generated and delivered as described just because you changed your mind. AI illustrations are artistic interpretations, not photographs, so small imperfections or a style you would have chosen differently aren’t usually a reason for a refund. That said, we read every message — if you are unhappy, please tell us why.

How to ask for help or a refund

Please contact us within 14 days of your purchase.

Email support@letterfrommydog.com and include:

• Your private keepsake link.
• The email address you used at checkout.
• Which product it is about and what went wrong. Screenshots help.

Approved refunds go back to your original payment method through Stripe. How long it takes to appear on your statement depends on your bank or card provider.

Your statutory consumer rights

This policy does not affect any rights you have under the consumer laws where you live.

For example, in the EU and UK there are special withdrawal rules for digital content. Because your keepsake is generated right away, at checkout you are asked to confirm that generation begins immediately. If you are unsure how these rules apply to your purchase, please contact us and we will help.

Chargebacks

If something is wrong, please contact us before opening a dispute with your bank. We can usually fix the problem or refund you much faster than a chargeback, and it keeps things simple for everyone.

Related pages

See our terms of service, privacy policy and FAQ, or contact us.